A Checklist for Improving Service Delivery

Abstract

Service delivery and customer awareness are the watchwords of modern management. Optimizing these is never easy. Practising building managers may perhaps benefit from a reminder of the way in which one of the most respected management theorists summarizes the nature of management. I have therefore modified the above list from Drucker to illustrate how generic management roles can provide a template for facilities managers to develop high quality service delivery.

Citation

Leaman, A. (1992), "A Checklist for Improving Service Delivery", Facilities, Vol. 10 No. 5, pp. 24-24. https://doi.org/10.1108/eb006534